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Most of the difficult situations Black Belts face in their day-to-day work are not related to the application of a specific Six Sigma tool, but rather to change or project management issues. For example, issues […]

A great article from Arne… for consideration when resolving difficult situations from change and project related management issues with establishing a reflection team system to cap the knowledge and experience of their peers and the identification of the key root causes and formalize with this structured collative problem solving approach….cheers Ralph

When calculating the business case for a Six Sigma project, the cost of poor quality (COPQ), which is the cost caused through producing defects, is a commonly used concept. Within the total amount of quality cost, […]

A stakeholder of a Six Sigma project is anyone associated with the project either directly or indirectly. Examples of stakeholders are supervisors providing resources, team members, department heads and employees […]

Integrating Design for Six Sigma (DFSS), IDOV (identify, design, optimize, validate) roadmap and selected DFSS tools in the information technology (IT) system development methodology can strengthen the business […]

The following case study illustrates how a pharmaceutical company applied selected DFSS (Design for Six Sigma) tools to develop a new recruiting process for sales representatives. Tools and activities are […]

Normally distributed data is needed to use a number of statistical analysis tools, such as individuals control charts, Cp/Cpk analysis, t-tests and analysis of variance (ANOVA). When data is not normally […]

Tom: As far as I know the ASQ only certifies Black Belts in the US. For a BB certification in Europe I would recommend to contact either the “Deutsche Gesellschaft für Qualität” (http://www.dgq.de) or the “Swiss Association for Quality” (http://www.saq.de). Arne

Kiruba: I would recommend not to change the Sigma level to 6 although you reach the SLA of 85% FCR. Reason is that in fact you still have 15% of the issues which are not resolved after the first call, i.e. 15% defects! For example in automotive industries customers require a cpk value of 1,3 (and higher) from their suppliers. That means,…[Read more]

To calculate a Cpk your data have to be continuous and you have to have specification limits (in your case you dont have spec limits  0 for defectives is not a specification, it reflects a way of thinking that there is no variation). To calculate Cpk you would need to measure your data continuously, e.g. measuring the we…[Read more]

Hey Bill! Do you use Minitab 13 or 14? If you are working with Minitab 14 (you can get a free, 30-day demo of MINITAB 14 on http://www.minitab.com) use the capability analysis for multiple variables (Stat>Quality Tools>Capability Analysis>Multiple Variables). This allows you to enter different spec limits for each group being analyzed. You don…[Read more]

Hi! If I get you right, LOR isn’t the right tool. LOR is used when you have an ordinal Y variable and one or more continuous X variables (i.e. just the other way round as you have). In your case, you can use a simple linear regression and / or the fitted line plot (if you work with Minitab). For any help to how to conduct the regression ana…[Read more]

Hello Kiruba: Before I am in a position to answer your questions I’ve some additional questions: – How do you know that the communication skill is running at 85-90%? Since you write that 68% of your customers are not satisfied with the communication skills of the agent, I don’t understand where the 85-90% come from and how you’ll measure 97%? – Wh…[Read more]

Dear BT, From my experience in different companies (as a Six Sigma consultant) I would not recommend to hire Black Belts from US, but to quickly qualify your own BBs. External BBs will never have (and will at least 1-2 years need to build up) the same organisational knowledge as your own employees have. A Black Belt needs more than just…[Read more]